[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 24, 25 and 30, 2016, and I left three messages. You expressed concern that thisDISH Network account was sent to collections and you maintain that you disconnected the service due to technical issues. A review of this account reveals that when you contacted us on January 5, 2013, to disconnect the service, the customer service agent offered to schedule a technician visit but you declined the offer. The agent also informed you of the $60.00 early termination fee. It was applied to your account on February 8, 2013, and we provided billing statements to the address listed on your account (copies enclosed). Additionally, we emailed notification of your billing statements to you at [redacted]@me.com on March 7, 2013, April 7, 2013, and May 7, 2013. Your account was charged off on May 6, 2013, and forwarded to collections. Although the charges are valid, as an exception, I removed the $69.43 balance and the collection records will be updated. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
January 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com. You indicated that you should have had more channels in your package than what you received. You expressed concern with being charged an early termination fee after disconnecting the day after your service was installed. We strive to provide excellent service and we regret that your experience was unfavorable. As a courtesy, I made an exception and waived your early termination fee. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
Peterson: On May 12, 2016, we received your correspondence, dated May 11, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the DISH Anywhere application and they have not been resolved. When we spoke today, I advised you that I waived your early termination fee. You may cancel your service at any time without a penalty. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/05/11) */
April 30, 2015
Ms. [redacted] S. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that you were provided incorrect information by your technician and that the picture quality was poor. You requested to have your early termination fee waived and your initial payment refunded.
When we spoke I advised you that, while our records indicate that the issue may have not been due to DISH Network equipment, I made an exception and waived your early termination fee. I also informed you that I would refund your initial payment of $136.00.
We regret any inconvenience this issue may have caused. I've forwarded your concern about your experience to the appropriate department for internal review.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] for waiving the early termination fees and refunding our initial payment. Just wished we were able to get all this done without getting the Revdex.com involved.
Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said you were told that DISH Network will buy out your DIRECTV early termination fee. You expressed concern with the loss of TV service due to weather and problems you encountered with the internet. You disputed the early termination fees. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with two separate 24-month commitments through Precision Satellite Sales and Service LLC, an independent retailer. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Because both the TV and internet service were disconnected prior to the promotional fulfillment date, you were billed $440.00 and $380.00 for the DHA and dishNET early termination fees, respectively. When we spoke today, I advised you that DISH Network does not offer a promotion to buy out another TV provider’s early termination fee. In the interest of coming to an agreement, I made an exception and reversed the DHA TV and dishNET internet early termination fees from your account. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. Return boxes and labels will be delivered to your home by UPS. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
August 19, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. I attempted to reach you at [redacted] on August 16, 18 and 19, 2016, and I left three voice messages. Although...
you returned my call, be were unable to speak directly. You expressed concern with the dishNET internet service and you disputed the early termination fee. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitments. A sales confirmation email was sent to you at [redacted]@gmail.com on January 12, 2016. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We regret that the internet service is not to your satisfaction. In the interest of resolving this matter, I made an exception and waived the internet early termination fee. You may cancel your service at any time without a penalty. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
July 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern regarding technical issues you experienced with your Hopper 3 system. You decided to close your account due to the takedown of the NFL Network, and you asked that we waive your Early Termination Fee (ETF) and Box Return Fee. When we spoke I informed you that, according to our records, a technician was sent to your home to address your technical concerns. You advised me that the issues continued after the technician visit. However, we don’t have any record of contact from you regarding technical issues after the technician visit. Per our contract, programming is subject to change, as we don’t own the channels we provide and from time to time, we have to renegotiate our contracts with the providers. We also advise our customers of the Box Return Fee at the point of sale and when the service is cancelled. In addition, this is disclosed in our contract agreement (copy enclosed). I offered to restart your account and provide you with a $30.00 monthly credit for 12 months, but you declined. Although we consider the ETF and Box Return Fees valid, I offered to waive half of the $511.24 balance. You accepted my offer, and your final balance is $255.62. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Initial Business Response /* (1000, 5, 2015/07/15) */
July 10, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015,...
filed with the Revdex.com.
You indicated that your recent DISH Network technical support and customer service experience did not meet your expectations. You were provided incorrect information and ineffective solutions regarding relocating the receiver in your RV. As a result, you spent excessive time and incurred unnecessary expenses. You requested that the receiver be replaced at no additional cost to you.
When we spoke today, you indicated that you were able to order a part from an RV supplier that you feel should resolve the matter. I apologized for your experience and applied credit to your account for the part and remotes you purchased. Additionally, I provided you a $20.00 credit for six months and waived your current contract commitment. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Dish network is trying not to accept accountibility for this issue, they damaged my tv and refusing to replace it even with the same specifications. They can not damage my tv and give me $350 for it, they need to replace the TV, they can not damage my tv and say too bad live with it, I will keep refusing their lousy offer until they get me a tv in my living room. otherwise, I will proceed with what I have to do to get my right back from them.
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 14, 2015, we received your complaint, dated August 11,...
2015, filed with the Revdex.com.
You indicated that DISH Network debited $1.00 from your checking account.
When I spoke with you by telephone today, I informed you that we do not have a record of a $1.00 payment on your account. DISH Network will place a $1.00 hold on a debit/credit card upon qualification for one of our promotions. We do not show that you have attempted to qualify for a promotion. As a one-time exception, I placed a $1.00 credit to your account.
We do not show that we have your checking account information. You declined providing me with a copy of your bank statement so that we are able to further research your claim
I suggested that you contact your bank to check for any other transactions from other sources as a precaution.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(720) 514-7307
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/10/19) */
October 12, 2015
Mr. [redacted]
3401 Barker Hollow Pass
Austin, TX XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5,...
2015, filed with the Revdex.com.
You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabin. In June 2013 you contacted DISH Network and the sales representative provided you with new equipment and a new account number. You maintain that the DISH Pause guidelines were not disclosed. You requested that we review the call. You disputed that you are in a 24-month commitment and the $5.00 pause fee and that the commitment is extended each time you place your account on DISH Pause.
I was unable to locate account number XXXXXXXXXXXXXXXX.
When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discounts. Once the service is disconnected, the leased equipment is required to be returned directly to DISH Network.
The DHA agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on DISH Pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused. This includes a monthly $5.00 fee.
Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returned. The only way to accomplish that would be to purchase the equipment.
During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $5.00 fee for the nine months that your service was in DISH Pause. I agreed to apply a $45.00 credit to your account. As an exception, I also waived the 24-month commitment.
Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, [redacted], and installation for free, as was guaranteed during the sales call when the equipment was ordered.
(The consumer indicated he/she DID NOT accept the response from the business.)
If it covered a full month of service I shouldn't have had an extra $50 added to my next month's bill. They should have made that more clear. By not giving clear information that makes sense I have cancelled my service. I own the equipment that I purchased from you + it was a month-to-month plan it will not affect my credit. I went with [redacted] who made my bill go from $117 = $50 a month.
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network checked your credit three times although you only authorized one inquiry. You asked that we remove the inquiries from your credit report. In order to assist you, I will need a copy of your credit report reflecting the inquiries. You can email it to me at [redacted]@dish.com or fax it to my attention at [redacted]. Please include your contact information on the fax cover sheet. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Tell us why here...September 23, 2016 Dear Ms. [redacted]: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.com. You said that you had requested your mother’s account be disconnected in January 2016. You indicated...
that you received a bill on September 3, 2016. You asked that her account be disconnected and the balance cleared. You spoke with a DISH Network representative on September 9, 2016, who disconnected your mother’s service and zeroed out the balance. When I spoke with you, I confirmed this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: I will be checking with my financial institute to see if they can go that far back. Once I prove that I paid that bill than what? I always paid the amount the internet said until I "fell behind". The issue of paying a month in advance has been side stepped yet again. Also can you please stop saying you disconnected service because I did. I was already going through another provider when service was stopped and reasons like this are why I switched and don't recommend Dish TV services to friends, family or co-workers.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the timely response from Direct TV and the resolution Scott provided. Thank you.
Sincerely,
[redacted]
Tell us why here...January 2, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your correspondence, dated December 27, 2017, filed with the Revdex.com. You maintain that the account was placed in your wife’s (Mrs. [redacted]) name without authorization. You also indicated that you were not advised of the term commitment, and you disputed the early termination fee. Our records reveal that your account was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment through [redacted]. The agreement was signed during the installation on an electronic device presented by the technician. Your account was disconnected due to nonpayment on November 28, 2017. Because the service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee and $12.00 for an equipment return fee. When we spoke today, I informed you that I waived the early termination and equipment return fees. You accepted this resolution. You also agreed to pay the balance due ($154.36) for service rendered through the disconnection date. When the balance is paid the information will be updated with collections. In addition, I asked that the collection agency cease contact. We appreciate your feedback and your concerns will be investigated internally. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network has done nothing to resolve this issue. The company violated the contract by not providing me with the service That I was being charged for. I went above and beyond what was required of me by contacting the support department and twice arranging to have their support technicians meet me at my house to fox the problem . Dish Network was unable to uphold their obligation and twice failed to show for scheduled appointments. I my self own a local business and when you have scheduled appointments and you fail to keep them or you fail to provide the service you are responsible for providing, you have violated a moral and contractual requirements to your client. Finally I sat home for the required agreed upon time frames not once but twice while dish Network failed to service my equipment. I paid every penny of bill that was due because I used the service. How ever the for mentioned amount is not my responsbilty . I should not be held responsible for a early termination fee that was the direct result of dish networks breach of service.
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of KDVR Fox 31. You asked that we release you from your contract. When we spoke by phone, I informed you that I had released you from your contract. You may disconnect your account at any time without penalty. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. Contact your local station manager, ad sales department or newsroom and let them know that you support DISH Network. Demand that they end this dispute and get your station back on the air. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 11, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with...
the Revdex.com.
You said requested to canel your service one day after the installtion and you disputed the early termination fee.
I attempted to reach you at 805-375-6362 on May 5, 7 and 11, 2015. I left two voice messages and on one ocastion there was no optio to leave a message.
Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitment. DISH Network does not offer a grace period to cancel service without an early termination fee.
Neverthelss, I made an exception and waived the early termiation fee from your account. You may cancel the service at any time without a penalty.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
March 30, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Ms. [redacted]: On March 22, 2016, we received your complaint, dated March 21, 2016, filed with the Revdex.com. I unsuccessfully attempted to contact you at [redacted] on March 24, 25 and 30, 2016, and I left three messages. You expressed concern that thisDISH Network account was sent to collections and you maintain that you disconnected the service due to technical issues. A review of this account reveals that when you contacted us on January 5, 2013, to disconnect the service, the customer service agent offered to schedule a technician visit but you declined the offer. The agent also informed you of the $60.00 early termination fee. It was applied to your account on February 8, 2013, and we provided billing statements to the address listed on your account (copies enclosed). Additionally, we emailed notification of your billing statements to you at [redacted]@me.com on March 7, 2013, April 7, 2013, and May 7, 2013. Your account was charged off on May 6, 2013, and forwarded to collections. Although the charges are valid, as an exception, I removed the $69.43 balance and the collection records will be updated. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT [redacted]
January 12, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 29, 2017, we received your complaint, dated December 28, 2017, filed with the Revdex.com. You indicated that you should have had more channels in your package than what you received. You expressed concern with being charged an early termination fee after disconnecting the day after your service was installed. We strive to provide excellent service and we regret that your experience was unfavorable. As a courtesy, I made an exception and waived your early termination fee. We thank you for your business and we are disappointed to lose you as a member of the DISH Network family. If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7214. Sincerely, Gabriel R[redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: 9:00AM to 5:30PM MST Monday - Friday (720) 514-7214 cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
May 16, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] [redacted] Dear Mr....
Peterson: On May 12, 2016, we received your correspondence, dated May 11, 2016, filed with the Revdex.com. You said you are experiencing technical issues with the DISH Anywhere application and they have not been resolved. When we spoke today, I advised you that I waived your early termination fee. You may cancel your service at any time without a penalty. You accepted this resolution. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST [redacted]
Initial Business Response /* (1000, 5, 2015/05/11) */
April 30, 2015
Ms. [redacted] S. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]-[redacted]
Dear Ms. [redacted]:
On April 28, 2015, we received your complaint, dated April 27, 2015, filed...
with the Revdex.com.
You disputed the early termination fee applied to your DISH Network account. You said that you were provided incorrect information by your technician and that the picture quality was poor. You requested to have your early termination fee waived and your initial payment refunded.
When we spoke I advised you that, while our records indicate that the issue may have not been due to DISH Network equipment, I made an exception and waived your early termination fee. I also informed you that I would refund your initial payment of $136.00.
We regret any inconvenience this issue may have caused. I've forwarded your concern about your experience to the appropriate department for internal review.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]-[redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 6:00 am - 2:30 pm (MDT), Mon-Fri
([redacted]-[redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted] for waiving the early termination fees and refunding our initial payment. Just wished we were able to get all this done without getting the Revdex.com involved.
January 15, 2016 Ms. [redacted] Re: Revdex.com Complaint # [redacted] [redacted]-[redacted] Dear...
Ms. [redacted]: On January 13, 2016, we received your complaint, dated January 12, 2016, filed with the Revdex.com. You said you were told that DISH Network will buy out your DIRECTV early termination fee. You expressed concern with the loss of TV service due to weather and problems you encountered with the internet. You disputed the early termination fees. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with two separate 24-month commitments through Precision Satellite Sales and Service LLC, an independent retailer. Please note that DISH Network does not offer a trial period to cancel service without a penalty. Because both the TV and internet service were disconnected prior to the promotional fulfillment date, you were billed $440.00 and $380.00 for the DHA and dishNET early termination fees, respectively. When we spoke today, I advised you that DISH Network does not offer a promotion to buy out another TV provider’s early termination fee. In the interest of coming to an agreement, I made an exception and reversed the DHA TV and dishNET internet early termination fees from your account. You accepted this resolution. You also agreed to return the leased equipment to DISH Network. Return boxes and labels will be delivered to your home by UPS. We appreciate your feedback and your concerns will be addressed internally with the appropriate personnel. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
August 19, 2016 Dear Mr. [redacted]: On August 10, 2016, we received your complaint, dated August 4, 2016, filed with the Revdex.com. I attempted to reach you at [redacted] on August 16, 18 and 19, 2016, and I left three voice messages. Although...
you returned my call, be were unable to speak directly. You expressed concern with the dishNET internet service and you disputed the early termination fee. You established your service under the Digital Home Advantage (DHA) and dishNET internet promotions with separate 24-month commitments. A sales confirmation email was sent to you at [redacted]@gmail.com on January 12, 2016. This sales confirmation included the disclosures as well as links providing the option to view the agreement prior to the installation. We regret that the internet service is not to your satisfaction. In the interest of resolving this matter, I made an exception and waived the internet early termination fee. You may cancel your service at any time without a penalty. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST
July 19, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted]-[redacted] Dear Mr. [redacted]: On July 18, 2016, we received your complaint, dated July 14, 2016, filed with the Revdex.com. You expressed concern regarding technical issues you experienced with your Hopper 3 system. You decided to close your account due to the takedown of the NFL Network, and you asked that we waive your Early Termination Fee (ETF) and Box Return Fee. When we spoke I informed you that, according to our records, a technician was sent to your home to address your technical concerns. You advised me that the issues continued after the technician visit. However, we don’t have any record of contact from you regarding technical issues after the technician visit. Per our contract, programming is subject to change, as we don’t own the channels we provide and from time to time, we have to renegotiate our contracts with the providers. We also advise our customers of the Box Return Fee at the point of sale and when the service is cancelled. In addition, this is disclosed in our contract agreement (copy enclosed). I offered to restart your account and provide you with a $30.00 monthly credit for 12 months, but you declined. Although we consider the ETF and Box Return Fees valid, I offered to waive half of the $511.24 balance. You accepted my offer, and your final balance is $255.62. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT
Initial Business Response /* (1000, 5, 2015/07/15) */
July 10, 2015
Mr. [redacted]
XXXXX [redacted] XXXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On July 8, 2015, we received your complaint, dated July 7, 2015,...
filed with the Revdex.com.
You indicated that your recent DISH Network technical support and customer service experience did not meet your expectations. You were provided incorrect information and ineffective solutions regarding relocating the receiver in your RV. As a result, you spent excessive time and incurred unnecessary expenses. You requested that the receiver be replaced at no additional cost to you.
When we spoke today, you indicated that you were able to order a part from an RV supplier that you feel should resolve the matter. I apologized for your experience and applied credit to your account for the part and remotes you purchased. Additionally, I provided you a $20.00 credit for six months and waived your current contract commitment. You accepted this resolution.
We strive to provide excellent service and regret that your experience was unfavorable. We thank you for your business and continued loyalty.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: 2:45 pm to11:15 pm MDT, MON-FRI
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
[redacted]
[redacted] XXXXX
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Dish network is trying not to accept accountibility for this issue, they damaged my tv and refusing to replace it even with the same specifications. They can not damage my tv and give me $350 for it, they need to replace the TV, they can not damage my tv and say too bad live with it, I will keep refusing their lousy offer until they get me a tv in my living room. otherwise, I will proceed with what I have to do to get my right back from them.
Initial Business Response /* (1000, 5, 2015/08/24) */
August 14, 2015
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear [redacted]:
On August 14, 2015, we received your complaint, dated August 11,...
2015, filed with the Revdex.com.
You indicated that DISH Network debited $1.00 from your checking account.
When I spoke with you by telephone today, I informed you that we do not have a record of a $1.00 payment on your account. DISH Network will place a $1.00 hold on a debit/credit card upon qualification for one of our promotions. We do not show that you have attempted to qualify for a promotion. As a one-time exception, I placed a $1.00 credit to your account.
We do not show that we have your checking account information. You declined providing me with a copy of your bank statement so that we are able to further research your claim
I suggested that you contact your bank to check for any other transactions from other sources as a precaution.
If there are further questions or concerns about this issue, please feel free to contact me at (720) 514-7307.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(720) 514-7307
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Business Response /* (1000, 5, 2015/10/19) */
October 12, 2015
Mr. [redacted]
3401 Barker Hollow Pass
Austin, TX XXXXX-XXXX
Re: Revdex.com Complaint # XXXXXXXX
XXXXXXXXXXXXXXXX-XXXXXXX
Dear Mr. [redacted]:
On October 6, 2015, we received your complaint, dated October 5,...
2015, filed with the Revdex.com.
You indicated that you had service for many years under account number XXXXXXXXXXXXXXXX at your summer cabin. In June 2013 you contacted DISH Network and the sales representative provided you with new equipment and a new account number. You maintain that the DISH Pause guidelines were not disclosed. You requested that we review the call. You disputed that you are in a 24-month commitment and the $5.00 pause fee and that the commitment is extended each time you place your account on DISH Pause.
I was unable to locate account number XXXXXXXXXXXXXXXX.
When I spoke with you by telephone today, I informed you that there is no sale call available, as it has been over a year and calls are not kept longer than that.
This account was activated under the Digital Home Advantage (DHA) 24-month agreement, which included free installation of leased equipment, free activation, free programming and monthly discounts. Once the service is disconnected, the leased equipment is required to be returned directly to DISH Network.
The DHA agreement is a commitment for 24 consecutive months of programming and it requires a minimum programming package. When an account is placed on DISH Pause, the minimum required package is not met. Therefore, when the service is reactivated, the commitment is extended by the number of months that the account was paused. This includes a monthly $5.00 fee.
Because the equipment is leased, the service cannot be disconnected each time you leave as the system will expect the equipment to be returned. The only way to accomplish that would be to purchase the equipment.
During our conversation, you informed me that on a previous occasion, you were provided a credit to cover the $5.00 fee for the nine months that your service was in DISH Pause. I agreed to apply a $45.00 credit to your account. As an exception, I also waived the 24-month commitment.
Regarding the signed agreement: after the installation, the technician provides the customer with an electronic device to sign. Please note that the signature that is gathered is not on a paper documentit is on an electronic tablet. The electronic stylus or finger swipe used may not track as quickly as a pen; therefore, the signature may look distorted.
If there are further questions or concerns about this issue, please feel free to contact me at (XXX) XXX-XXXX.
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday through Friday 7:00 am to 3:30 pm MDT
(XXX) XXX-XXXX
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO XXXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the settlement as they have agreed to the fact that there is no contract, there will be no contract, and have agreed to give me the Hopper, [redacted], and installation for free, as was guaranteed during the sales call when the equipment was ordered.
(The consumer indicated he/she DID NOT accept the response from the business.)
If it covered a full month of service I shouldn't have had an extra $50 added to my next month's bill. They should have made that more clear. By not giving clear information that makes sense I have cancelled my service. I own the equipment that I purchased from you + it was a month-to-month plan it will not affect my credit. I went with [redacted] who made my bill go from $117 = $50 a month.
March 10, 2016 Ms. [redacted] [redacted] Re: Revdex.com Complaint # [redacted] [redacted] ...
Dear Ms. [redacted]: On March 8, 2016, we received your complaint, dated March 8, 2016, filed with the Revdex.com. My attempts to reach you by phone on March 8, 9 and 10, 2016, have been unsuccessful; however, I was able to leave a voice message on each attempt. You said that DISH Network checked your credit three times although you only authorized one inquiry. You asked that we remove the inquiries from your credit report. In order to assist you, I will need a copy of your credit report reflecting the inquiries. You can email it to me at [redacted]@dish.com or fax it to my attention at [redacted]. Please include your contact information on the fax cover sheet. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted] cc: Denver / Boulder Revdex.com [redacted] [redacted] [redacted] [redacted]
Tell us why here...September 23, 2016 Dear Ms. [redacted]: On September 12, 2016, we received your complaint, dated September 11, 2016, filed with the Revdex.com. You said that you had requested your mother’s account be disconnected in January 2016. You indicated...
that you received a bill on September 3, 2016. You asked that her account be disconnected and the balance cleared. You spoke with a DISH Network representative on September 9, 2016, who disconnected your mother’s service and zeroed out the balance. When I spoke with you, I confirmed this issue is resolved. If there are further questions or concerns about this issue, please feel free to contact me at ###-###-####. Sincerely,
[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday - Friday, 6:00 am - 2:30 pm MDT###-###-####
Complaint: [redacted]
I am rejecting this response because: I will be checking with my financial institute to see if they can go that far back. Once I prove that I paid that bill than what? I always paid the amount the internet said until I "fell behind". The issue of paying a month in advance has been side stepped yet again. Also can you please stop saying you disconnected service because I did. I was already going through another provider when service was stopped and reasons like this are why I switched and don't recommend Dish TV services to friends, family or co-workers.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the timely response from Direct TV and the resolution Scott provided. Thank you.
Sincerely,
[redacted]
Tell us why here...January 2, 2018 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On December 28, 2017, we received your correspondence, dated December 27, 2017, filed with the Revdex.com. You maintain that the account was placed in your wife’s (Mrs. [redacted]) name without authorization. You also indicated that you were not advised of the term commitment, and you disputed the early termination fee. Our records reveal that your account was established under the Digital Home Advantage (DHA) promotion with a 24-month commitment through [redacted]. The agreement was signed during the installation on an electronic device presented by the technician. Your account was disconnected due to nonpayment on November 28, 2017. Because the service was disconnected prior to the promotional fulfillment date, you were billed $360.00 for an early termination fee and $12.00 for an equipment return fee. When we spoke today, I informed you that I waived the early termination and equipment return fees. You accepted this resolution. You also agreed to pay the balance due ($154.36) for service rendered through the disconnection date. When the balance is paid the information will be updated with collections. In addition, I asked that the collection agency cease contact. We appreciate your feedback and your concerns will be investigated internally. We regret any inconvenience you may have experienced. If there are further questions or concerns about this issue, please feel free to contact me at ([redacted]. Sincerely, Christina A[redacted]Dispute Resolution SpecialistExecutive Escalations TeamDISH Network, L.L.C.Phone Hours: Monday – Friday, 6:00 am to 2:30 pm MST([redacted] cc: Denver / Boulder Revdex.com 3801 E. Florida Avenue, Suite 350 Denver, CO 80210 [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Dish Network has done nothing to resolve this issue. The company violated the contract by not providing me with the service That I was being charged for. I went above and beyond what was required of me by contacting the support department and twice arranging to have their support technicians meet me at my house to fox the problem . Dish Network was unable to uphold their obligation and twice failed to show for scheduled appointments. I my self own a local business and when you have scheduled appointments and you fail to keep them or you fail to provide the service you are responsible for providing, you have violated a moral and contractual requirements to your client. Finally I sat home for the required agreed upon time frames not once but twice while dish Network failed to service my equipment. I paid every penny of bill that was due because I used the service. How ever the for mentioned amount is not my responsbilty . I should not be held responsible for a early termination fee that was the direct result of dish networks breach of service.
June 28, 2016 Mr. [redacted] Re: Revdex.com Complaint # [redacted] ...
[redacted] Dear Mr. [redacted]: On June 24, 2016, we received your complaint, dated June 22, 2016, filed with the Revdex.com. You expressed concern regarding the takedown of KDVR Fox 31. You asked that we release you from your contract. When we spoke by phone, I informed you that I had released you from your contract. You may disconnect your account at any time without penalty. As you may know, Tribune Broadcasting Company refused to grant an extension to keep the stations on our local channel lineups while we continue to negotiate. DISH Network offered to enter into binding, baseball-style arbitration with Tribune which presents a path to end Tribune's blackout immediately and would ensure "fair market rates" for both parties. However, Tribune Broadcasting rejected DISH Network’s proposal to pursue an immediate, fair and binding solution to restore its blacked out channels. Contact your local station manager, ad sales department or newsroom and let them know that you support DISH Network. Demand that they end this dispute and get your station back on the air. DISH Network strives to provide the lowest price possible and is committed to working around the clock to come to a successful agreement with Tribune Broadcasting Company and restore programming for our customers. Thank you for your continued patience. If there are further questions or concerns about this issue, please feel free to contact me at [redacted]. Sincerely, [redacted] Dispute Resolution Specialist Executive Escalations Team DISH Network, L.L.C. Phone Hours: Mon - Fri 6:00 a.m. to 2:30 p.m. MDT [redacted]
Initial Business Response /* (1000, 4, 2015/05/13) */
May 11, 2015
Ms. [redacted].
[redacted]
Re: Revdex.com Complaint # [redacted]
[redacted]
Dear Ms. [redacted]:
On May 4, 2015, we received your correspondence, dated May 1, 2015, filed with...
the Revdex.com.
You said requested to canel your service one day after the installtion and you disputed the early termination fee.
I attempted to reach you at 805-375-6362 on May 5, 7 and 11, 2015. I left two voice messages and on one ocastion there was no optio to leave a message.
Our records show that your established your service uncder the Digital Home Advantage promotion with a 24-month commitment. DISH Network does not offer a grace period to cancel service without an early termination fee.
Neverthelss, I made an exception and waived the early termiation fee from your account. You may cancel the service at any time without a penalty.
If there are further questions or concerns about this issue, please feel free to contact me at ([redacted].
Sincerely,
[redacted]
Dispute Resolution Specialist
Executive Escalations Team
DISH Network, L.L.C.
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MST
([redacted]
cc: Denver / Boulder Revdex.com
1020 Cherokee St.
Denver, CO 80204
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)